How to Request Technical Support for the Einstein Platform

Starting February 29, 2024, Salesforce is excited to announce the beta of Einstein Copilot and the GA of Einstein Platform Copilot Studio features including: Einstein for Formulas, Prompt Builder & Model Builder features.

These new features will enhance the Einstein for Sales (formerly Sales Cloud Einstein & Einstein GPT for Sales) and Einstein for Service (formerly Service Cloud Einstein & Service Cloud GPT) that launched in Spring 23’.

Please see our Einstein Platform release notes for more information on all the great features available as of Spring 24’ Release.

What is Einstein Copilot?

Einstein Copilot revolutionizes how teams and industries use AI to enhance productivity and personalization, conveniently within their flow of work. Using natural language prompts, salespeople can accelerate deal closures by summarizing records or generating customized communications to provide more personalized client engagement. Customer service and field service agents can streamline case resolution and boost customer satisfaction by surfacing relevant answers, offers, and data from disparate systems. Financial service companies can simplify client onboarding and craft personalized financial plans by automating data collection and analysis, enabling advisors to dedicate more time to client relationships and strategic advice.

Einstein Copilot Capabilities

• Grounding prompts in Data Cloud: Einstein Copilot grounds its responses with trusted business data from Data Cloud to provide the necessary context for the highest quality outputs. This allows Einstein Copilot to generate more precise and tailored responses based on trusted company data.
• Out-of-the-box “actions”: Einstein Copilot comes with a library of out-of-the-box actions – pre-programmed capabilities, automated responses, or business tasks performed by Einstein Copilot – that the AI can perform for the user when prompted. Actions can be combined to execute dynamic multi-step plans. For example, a customer service agent can ask Einstein Copilot to close a case and open a sales opportunity or sell an add-on, and Einstein Copilot will understand the user’s intent and can execute the task — or tasks — in the flow of the service experience. With Einstein Copilot there are no silos between applications or data.
• Customize Einstein Copilot for specific business needs: Einstein Copilot can be customized to accomplish specific sales, service, marketing, commerce, and IT tasks, ensuring company and industry policies are applied. Copilot Builder can create custom actions for Einstein Copilot, Prompt Builder activates custom prompts in the flow of work, and Model Builder uses proprietary AI models to power custom Einstein Copilot functionality.
• Reasoning engine to interpret intent and choose the best action: Einstein Copilot’s reasoning engine – the process that interprets and processes information to make informed decisions, solve problems, or generate insights – interacts with an LLM by analyzing the full context of the user’s prompt, determining the actions or series of actions to take, and generating the output. For example, if a sales rep asks Einstein Copilot, “Help me recommend a new product tier to my customer,” Einstein Copilot can determine which products the customer currently has, understand the upgrade options, and transition the customer into a new high-value marketing segment. Finally, Einstein Copilot can update the information across multiple systems with MuleSoft and Salesforce Flow.
• Generating trusted responses and actions: Einstein Copilot serves up trusted AI interactions with privacy and security measures provided by the Einstein Trust Layer. The Einstein Trust Layer is part of the Einstein 1 Platform and performs functions like masking personally identifiable information (PII), scoring outputs for toxicity, and helping to protect information from unauthorized access and data breaches through zero-data retention from Salesforce’s LLM partners.

How customers can purchase Einstein Copilot?

Customers can tap into the full power of Salesforce with Einstein 1 Editions, simplified technology packages for businesses looking to accelerate growth and speed productivity with the #1 AI CRM. Einstein 1 Editions provide organizations in every industry access to the best of Salesforce technology, including CRM, Einstein Copilot, Data Cloud, Slack, and Tableau in a single offering, helping them transform their business and deliver stronger customer experiences.